need to deliver consistent information across all business channels, manage customer queries 24x7 & maintain CSAT scores...
Artificial intelligence (AI): is the ability of a machine to perform tasks and functions that simulates, as closely as possible features of human intelligence.
These intelligent machines are deployed across many industries to solve extremely complex tasks.
AI theory has come out of the lab and thanks to advances in computing power and fast changing modes of communication the technology is now providing real business benefits and helping to deliver great customer experiences.
AI enables people to interact with a great many connected devices using everyday words and phrases, what is referred to as natural language.
Enabling a system to respond to the user using everyday language creates the sense of natural dialogue, which enhances the experience and adds tangible and lasting value to both the consumer and the brand.
Imagine having an intelligent virtual assistant on your laptop, tablet, smartphone, smart TV, SatNav or games console. Not command or key word based but able to hold intelligent two way conversations using natural language.
Significant game changing technologies of our time
The mobile phone
The Internet becomes the
World Wide Web
Mobile Smart Devices
The major global market research companies (Gartner, Forrester, IDC etc) are forecasting a huge upsurge in the number of organisations who deploy artificial intelligence technology to improve customer service whilst at the same time reducing costs.
These predictions are corroborated by organisations who have experienced the benefits of such deployments.
Web users and consumers expect to be able to access information anytime anywhere and are now more inclined to self serve online, particularly in the advent of smart-phone and mobile tablet devices.
Companies who wish to engage with these users should be planning or have in place strategies for accelerating ‘Self Service’ capabilities across all channels.
As this shift to the use of artificial intelligence takes place, significant new opportunities will be created. Large budgets that today are used to pay for business processes to be undertaken by humans will, in the coming 5 year period, migrate to being used for AI capabilities.
Throughout the past four decades there has been a number of step changes in technology that has forever changed the way we communicate and share information.
Think of how the world changed with the development of the mobile phone and the advent of the internet. These were major changes in how businesses and society operated.
The unstoppable presence of “artificial intelligence” will also have a profound effect on business operations, technology and culture.
European Research suggests that today only 11% of customers report consistently good experiences with customer service; so anything that can be done to improve this will differentiate you from the competition.
Successfully deploying artificial intelligence to assist with internal communications or external customer facing self service support can create huge improvements for businesses; A Step change in profitability!
Research has found that 72% of customers would rather choose an efficient self-service alternative via a channel of their own choice than wait in a call centre queue.
Analysts predict that by the end of this decade 80% of all online interactions will be non-human.
So how is this technology relevant to your business
An automated online assistant is a program that uses artificial intelligence to provide customer service or other assistance on a website. Such an assistant may basically consist of a dialog system, an avatar, as well an expert system to provide specific expertise to the user, these are more commonly known as virtual assistants (VA’s).
VA’s have the ability to provide customer service during 24 hours a day and 7 days a week, and may, at least, be a complement to customer service by humans.
So let us consider for a moment how VA technology can address business challenges.
The VA continuum above sets out to identify the scope of possibilities for VA technology dependent upon the complexity of the business challenge and the capability of the solution required.
Virtual Assistants are all about interacting with your customer in a intuitive and natural way, allowing people to use the language they know best.
On one end of the spectrum we have Basic Natural Language Search. A good search facility is essential for a website. Many search engines return results based on the occurrence of words that were included in the query. Natural Language Search is different because it will look beyond the words used and is able to interpret the ‘meaning’ and ‘context’ of the query. Therefore it encourages people to use everyday language to formulate their queries. Natural Language Processing allows us to teach the computer to understand the language of people, instead of forcing people to speak the language of computers!
All applications in this continuum use the ability to deal with natural language as its basis, but in ever increasing complexity. At the other end of the spectrum there is the Open Conversational VA. The defining feature of applications at this end of the spectrum is the ability of the system to interact in the most human like way to resolve a given task. This includes being able to handle, for example, small talk or changing the subject during the conversation.
Much of AI technology is device, platform and language independent which makes it easy to deploy in contact centre....
- Delivering automated, online solutions for customer service, sales queries and for internal help-desks.
- Speech-enabling applications for mobile devices such as smartphones and tablets.
- Speech-enabling applications for connected devices such as Smart TVs and SatNavs.